Senior Customer Success Manager - LinkedIn Learning Solutions, Japan

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth.

We aspire to create a culture that's built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

At LinkedIn, our approach to flexible work is centered on trust and optimised for culture, connection, clarity and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

About LinkedIn Learning Solutions (LLS)      LinkedIn Learning Solutions is a leading online learning company that helps anyone learn business, technology and creative skills to achieve personal and professional goals. Through individual, government, corporate and academic subscriptions, members have access to the LinkedIn Learning video library of engaging, top-quality courses taught by recognized industry experts.

Job Summary

At LinkedIn, the Customer Success Manager (CSM) partners closely with Account Directors to ensure we deliver Customer Value to our Customers and they see success with their LinkedIn Learning solution. The CSM will drive strategy for activation of licenses and customer/employee engagement with LinkedIn Learning.

It is an exciting role as you have the opportunity to serve as a key learning and product adoption consultant to assign accounts and see the impact of your work on the L&D strategy of our customers and their learners. You will serve as a key project manager to assign accounts, to support effective on-boarding and complex implementation of products, services and training to new and existing customers.

The Customer Success Manager for this role will be based in Japan. Due to the emerging nature of this product line in Japan, we are looking for someone with a growth mindset, able to pivot quickly, and willing to roll up their sleeves to do what needs to be done.

Responsibilities

Responsibilities

• Include partnering with customers throughout their journey from onboarding to engagement to long-term success:
• Partner with Account Director (AD) on assigned accounts to establish relationship with customers, focusing on implementation plan of products in order to drive overall customer adoption and success.
• Develop and execute success plans including shared goals and performance metrics in coordination with AD to achieve the organization’s strategic goals for LinkedIn Learning.
• Partner with customers along the entire lifecycle to derive strategies for promoting LinkedIn learning and driving engagement on a regular basis.
• Utilize client product usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
• Mitigate churn by creating custom plans for accounts at risk; partner with the Account Director on mitigation strategies including attendance at Business Reviews where necessary.
• Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs.
• Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers.

Qualifications

Basic Qualifications

• 5+ years of experience in any of these areas: Account Management, Management consulting, Customer Success, Learning & Development, Change Management, Customer Training, Business Transformation
• Bilingual fluency in Japanese and English

Preferred Qualifications

• BA/BS or equivalent practical experience
• Familiar with the learning Industry, e-learning industry, or organizational L&D
• Understanding of basic sales concepts
• Excellent organizational, project management, and time management skills
• Strong presentation skills, both online and live, in large and small group settings
• Strong verbal and written communication skills
• Experience analyzing data, trends and client information to identify product or service growth opportunities.
• Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)
• Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up.
• Suggested

Skills

• Strong Business acumen
• Long term strategic thinking skills Project Management skills Interpersonal skills Multiple Stakeholder Management skills Problem solving skills

Additional Information

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